Customer Success Manager

MavenAI is a profitable, growth-stage company building industry-leading martech and data products for the PropTech space. The Customer Success Manager will drive a seamless experience for customers, manage relationships, maintain account health, and ensure customer success with the software and platform.

Responsibilities:

• Nurture & Expand: Build and maintain strong, long-term relationships across your customer base to deeply understand their unique business objectives
• Multi-Threaded Growth: Develop deep relationships beyond the daily users, specifically targeting and engaging with executive decision-makers to ensure platform stickiness
• Customer Advocacy: Act as the 'Voice of the Customer' by collaborating with Product, Support, and Marketing to influence our product roadmap and communication strategy
• Ownership of Targets: Take full accountability for achieving and exceeding retention and Net Revenue Retention (NRR) targets within your assigned book
• Sales Partnership: Partner closely with the Sales team to identify upsell and expansion opportunities, driving increased spend through strategic account planning
• Growth Strategy: Proactively identify areas for customer growth and consult on upcoming product releases to ensure clients stay ahead of the curve
• Success Roadmaps: Create, document, and execute tailored Client Success Plans that align our platform's capabilities with the customer’s desired outcomes
• Business Reviews: Conduct regular, high-impact Business Reviews to report on ROI, gather feedback, and recalibrate strategy
• Data Integrity: Ensure the CRM remains the 'source of truth' by keeping all customer data, health scores, and interaction logs accurate and up-to-date

Requirements:

• A minimum of 4 years in Customer Success Management
• Multifamily experience is required
• Experience working with a B2B SaaS product
• Proven performance in hitting monthly benchmarks & metrics in previous positions
• Highly coachable, self-starter, with a growth mindset
• Demonstrated ability to create great customer experiences
• Strong communication skills with customers
• Ability to navigate complex relationships to accelerate product adoption, expansion, and seek opportunities for growth
• Ability to problem-solve, be creative, and drive customer retention
• Self-driven and independent; you thrive without constant supervision
• A collaborative team player who contributes to the collective success
• Agility in adapting to new scenarios and learning on the go